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Company Name : Trazi Ventures
Location : Orlando, FL 32801
Position : VP of Call Center
Job Description : Job Description: Trazi Ventures is searching for a motivated and experienced VP of Call Center to lead our customer service department. Your goal will be to provide outstanding customer service to our customers by developing effective customer service procedures, implementing customer new strategies, and setting customer satisfaction goals. You will be managing our in-house Call Centers and you’ll oversee quality control and overall performance.To qualify for the role, the ideal candidate will have proven experience working in a customer service manager position, with excellent knowledge of the latest industry trends and techniques. In addition to being an excellent communicator, you will also demonstrate strong leadership and interpersonal skills.Responsibilities and Duties: Supervise day-to-day operations in the customer service department.In this role, you will be responsible for developing, implementing, and overseeing strategic business plans and initiatives within the center to achieve operational efficiencies, cultivate an exceptional team environment, and create an outstanding customer experience.Create effective customer service procedures, policies, and standards.Develop a strong, sustainable team by attracting, mentoring, developing, rewarding, and retaining top talentDevelop customer satisfaction goals and coordinate with the team to meet them on a steady basis.Oversee the performance of our Call Centers with weekly meetingsDevelop strategies to maximize department revenueCollaborates with executive leadership to develop and meet company goals while supplying expertise and guidance on operations projects and systemsMaintain accurate records and document all customer service activities and discussions.Stay informed on the latest industry techniques and methods.Communicate development and changes down to agents.Communicates job expectations to other employees and our Call Centers.Inspire and motivate supervisors and team members to achieve and surpass performance targetsRequirements and Experience: Provide a bullet point list of the qualifications that are necessary for someone to fill this position.Bullet points you may want to include are:BS degree in Business Administration or related field5+ years of experience managing a customer service departmentClear, concise and practical communication skills (both oral and written)Superior knowledge of call center tools and technology used to manage KPIs and SLAs.An ability to hold team members accountable for job performance including adherence, KPI’s, and processThe right candidate will exhibit good business judgment and acumen and be comfortable collaborating with other departments and locations throughout the organization.Strong understanding of the contact center environment and the key levers to enhance performance and achieve client and financial targetsExcellent knowledge of management methods and techniquesAdvanced troubleshooting and multi-tasking skillsThe ability to thrive in a fast-paced, ever-changing, and high-pressure environmentJob Type: Full-timePay: From $100,000.00 per yearBenefits:401(k)401(k) matchingDental insuranceHealth insurancePaid time offVision insuranceSchedule:Monday to FridayAbility to commute/relocate:Orlando, FL 32801: Reliably commute or planning to relocate before starting work (Preferred)Education:Bachelor’s (Preferred)Experience:Management: 5 years (Preferred)Work Location: One location
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